How to raise a fundraising concern

When it comes to our fundraising, if you would like to raise a concern, make a complaint – or even pass on a compliment – you can do so using the process below.

Your views are important to us and we take them seriously. We are committed to high standards in everything that we do, but realise that sometimes things can go wrong and that not everyone will agree with everything we do.

We welcome feedback because it helps us to develop and improve our services, and make sure we communicate with our supporters and partners in ways which they value. We promise to take your complaint seriously, and to respond quickly to your concerns.

1. Please contact us as follows:

Suite 3, Winship House, Winship Road, Milton, Cambridge CB24 6AP

fmc@group.rblc.org.uk, 01223 366052

The Director of Fundraising and Communications will contact you within three working days and will do everything they can to resolve your concerns. If you contact us by phone, we hope to be able to address your concerns there and then. A written acknowledgement will be sent within five working days. Where possible, you will receive a full written response within 15 working days.

2. If you are not satisfied with the initial response, you can contact the Chair of Trustees (at Red Balloon Learner Centres Group), who will look into your concern.

At both of these stages, we will acknowledge your query within three working days, investigate your concern within seven working days and advise you promptly of the outcome. If we are unable to meet this timetable – if a key member of staff is on leave, for example – we will contact you to inform you.

We will always seek to ensure your concerns are fully addressed when you contact us, and when things go wrong we appreciate you giving us the opportunity to put them right. However, we recognise there may be times when you would wish an independent body to investigate your concerns.

The Fundraising Regulator is the independent regulator of charitable fundraising and one of its roles is to investigate cases where fundraising practices have led to significant public concern.

In order to ask the Fundraising regulator to investigate, you must first have given us the opportunity to resolve your concern or complaint through our own internal process.

The Fundraising Regulator’s contact details are:

Fundraising Regulator

2nd Floor, CAN Mezzanine

49-51 East Road

London, N1 6AH

0300 999 3407

www.fundraisingregulator.org.uk